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HomeMy WebLinkAboutDavenport Group Datacenter Storage _6.29.20City of Waterloo: Request for Proposal — Information Technology Virtualization and Storage June 25, 2020 Presented To: Presented By: z., ♦ • sN !r • • ♦ \ • ♦ ♦ • • • • ♦ • \* ♦ • ♦ rr S ♦ • **i davenportgroup davenportgroup Table of Contents Executive Summary 3 Primary Contact Information 4 About Davenport Group 5 Certifications, Capability & Experience 6 Implementation and Support 8 Statement of Work 9 Project Timeline 22 Statement of Commitment 23 Solution Summary 24 Pricing Summary & Quote 25 Appendix A: Support Terms & Conditions 29 2 davenportgroup Executive Summary Davenport Group is pleased to have this opportunity to expand our relationship with the City of Waterloo by responding to the Information Technology Virtualization and Storage Request for Proposal (RFP). Our response will be submitted as outlined in the RFP conforming to the requests noted there. Davenport Group wishes to thank the City for this opportunity to respond. The solution contained in our response is comprehensive and covers all requirements and desires outlined in the RFP. The pricing is all-inclusive. No additional costs will be incurred beyond what is noted in our response. Davenport Group engineers will install and completely build out your new environment and show the City's staff how to run this new environment via our Knowledge Transfer process. As part of our Statement of Commitment (Page 23) Davenport Group will work with the City of Waterloo IT staff to routinely monitor any changes to ensure that everything works as originally designed. There will be no additional charge to the City for this service. We have a long history of taking care of our customers both before and after the point of sale. This includes but is not limited to sizing/planning discussion, break fix assistance, trouble ticket escalation and resolution, ongoing training for staff, best practice sharing, etc. You will never receive an invoice from us for these types of services or helping hand. It is simply part of our culture as we want you to not only be happy with the solution you purchase from us, but fully know how the solution works in a best effort to capitalize on your investment. We hope that you find our response clear and that we have answered your questions in a straightforward and concise manner. If there are any questions, please do not hesitate to contact Kristy Wilke, Account Executive for Davenport Group. Her contact information is contained within our response. Sincerely, ettcac*auL, Sonia St. Charles Chief Executive Officer & Owner Davenport Group 3 davenportgroup Primary Contact Information Davenport Group Headquarters 104 Belfast Avenue Lewisburg, TN 37091 877-231-9114 I Toll Free 651-765-0774 I Fax Kristy Wilke Account Executive 651-968-7925 kristy wilke@davenportgroup com BJ Bradley Vice President of Engineering Services 803-714-3558 bbradley@davenportgroup com 4 davenportgroup About Davenport Group In 2001, Sonia St. Charles and Paul Clifford focused their efforts on building a company that would solve the fundamental issues facing today's Information Technology professionals. The result is Davenport Group: an organization that designs and implements IT solutions that help our customers proactively manage their data — today and into the future. Specializing in enterprise data storage and virtual infrastructure, Davenport Group is an end -to -end solutions provider with customers in more than 42 states. Davenport Group values its strong customer relationships with businesses ranging from Fortune 1000 companies to state and local governments. Davenport Group is proud of our relationship with our customers. A foundation of trust is important when dealing with IT, which is why Davenport Group gets to know our customers on a personal level first. Davenport Group's certified engineers will work closely with the City of Waterloo to assemble, install, and connect the equipment. Post implementation, our engineers will continue to work with you to handle day-to-day questions and issues at no additional cost. As a Dell Technologies Titanium Partner, Davenport Group delivers quality solutions to our customers across the country. Davenport Group helps organizations get ahead of the technology curve by creating flexible, feature -rich strategies for information technology. Leveraging industry experience and best -in -class technology systems, we design cost-effective solutions that build on existing infrastructure to help organizations get control of their technology environment. Awards and Partnerships: • Certified Dell Technologies Titanium Partner in 2019, 2020 • Exclusive All In — Dell Technologies Partner in 2019, 2020 • Certified Dell EMC Titanium Partner in 2017, 2018 • Certified Premier Plus Partner in 2016 • Certified Premier Partner in 2015, 2014, 2013, 2012, 2011 • Dell's Software Partner of the Year in 2015 • Dell's North Central Partner of the Year in 2012 5 davenportgroup Certifications, Capability & Experience Davenport Group works with businesses ranging from the public to private sector, including a growing network of Fortune 1000 companies, education, state and local governments, and is a certified woman - owned business. A major key to our success has been our strategic alliance with Dell Technologies. Introduced in 2002, Dell Technologies' SC Storage portfolio (formerly named Compellent) has delivered a product set that simply is revolutionary, and Davenport Group has proudly been a Compellent partner since 2003. Davenport Group sold the first Compellent SAN that was not in beta testing and today has Dell Storage installations in 42 states. This long-term relationship and deep product knowledge have enhanced our ability to sell and deliver the entire Dell Technologies portfolio. Davenport Group maintains the highest level of customer service and currently have the eighth largest Dell Technologies SC install base in the world. Dell Technologies with its SC Storage portfolio is a leading provider of enterprise -class network storage solutions that are highly scalable, feature rich and designed to be easy to use and cost effective. Dell Technologies products and services have earned industry -wide accolades including: • Market Leader: SAN Arrays - 2019 IT Brand Pulse Storage Brand Leader Awards • Market Leader, All Flash SAN Array 2019 — IT Brand Pulse Flash Brand leaders • Best Storage Hardware — 2019 Channel Pro Reader's Choice Awards • 2018 Product of the Year: Best Storage Array, IT Pro • 2017 CRN Annual Report Card: Enterprise Network Storage Winner • Editor's Choice Award: Dell EMC Storage SC9000 • 9.4/10 Rating for the "lowest all -flash storage costs around" - Simple Reviews With an integrated storage platform, SC provides increased functionality and lower total cost of ownership when compared to traditional storage systems. The result is a comprehensive solution that lowers storage infrastructure, power and cooling costs, reduces management time and enables continuous data availability and storage virtualization. Traditional storage vendors promise to reduce the amount of time and money spent on storage, but instead deliver a patchwork of complicated and inefficient point products that are difficult to integrate, learn and manage. By starting from scratch, without the burden of software legacy code and the limitations of a proprietary hardware platform, SC developed an innovative SAN that reduces storage costs, cuts storage administration time, and provides continuous data availability. 6 Davenport Group is Dell Technologies certified in: • Storage (structured and unstructured) • Servers • Virtualization • Networking • System Management • Security • Data Protection • Hyperconverged Infrastructure • Client PCs/Notebooks davenportgroup 7 davenportgroup Implementation and Support Training & Knowledge Transfer Davenport Group engineers will install and completely build out your new environment and show the City's staff how to run this new environment via our Knowledge Transfer process. This environment will have fully functioning system, designed with performance and high availability. When Davenport Group turns over the completed project to the City of Waterloo's IT staff, all will be fully operational as designed. As mentioned previously, Davenport Group is available after the Knowledge Transfer for any additional needs that may arise. Support Please reference Appendix A for full support details and terms and conditions. 8 ,,• • • ;.'.'.'., •♦♦•, • • • • • davenportgroup Statement of Work ••• ••.,,, ,• • . ♦•, davenportg roup City of Waterloo Statement of Work Installation of VMWare hosts on 3, R640 servers, 2xS4128F switches and an SC5020 storage array. May 28, 2020 Presented by: Kristy Wilke 2020 Davenport Group — Confidential & Proprietary 9 davenportgroup Davenport Group Statement of Work Table of Contents 1 Client Information 3 2 Statement of Work 4 2.1 Scope .4 2.2 Assumptions 4 3 Services 6 3.1 Planning 6 3.2 Install and configure three VMWare hosts on R640 servers 6 3.3 Install and configure two, Dell/EMC S4128 switches 6 3.4 Install and configure Dell/EMC SC5020 storage array 7 4 Out of Scope 8 4.1 Excluded Services 8 4.2 Change Management 8 5 Client Responsibilities 9 6 Acceptance and Authorization 11 7 Attachment A: General Terms and Conditions .12 8 Attachment B: Request for Change Form 13 2020 Davenport Group — Confidential & Proprietary Page 2 of 13 10 davenportgroup Davenport Group Statement of Work 1 Client Information Client Name City of Waterloo Client Contact Chris Youngblut chris.youngblut@waterloo-ia.org 1-319-291-4522 Client Address 715 Mulberry St Waterloo, IA 50703 US Additional Sites (if applicable) 2020 Davenport Group — Confidential & Proprietary Page 3 of 13 11 davenportgroup Davenport Group Statement of Work 2 Statement of Work This Statement of Work defines the tasks to be performed for City of Waterloo, herein after referred to as ("Client"). Tasks to be performed, as well as the responsibilities of Client, are included in the Statement of Work. 2.1 Scope • Install and configure VMWare hosts on 3, Dell R640 servers • Install and configure 2 Dell S4128 switches • Install and configure SC5020 storage array 2.2 Assumptions Davenport Group has made the following assumptions while specifying the Services detailed in this Statement of Work: • The provision of the Services does not include the development of any intellectual property created solely and specifically for the Customer under this SOW. • Normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. local Client time. Services will be performed during normal business hours, unless mutually agreed upon. • Service engagements will utilize full contiguous business days, unless mutually planned and agreed upon. • Client's network infrastructure is stable and is the same across all its sites. • This Statement of Work includes travel to one domestic location within the continental United States. Travel to other locations is out of scope unless otherwise stipulated within this Statement of Work. • Davenport Group is not responsible for resolving compatibility or other types of issues that cannot be resolved by the manufacturer, or for configuring hardware or software in contradiction to the settings supported by the manufacturer. • For a timely and successful implementation to occur both the Client and Davenport Group must work together and requests for assistance by Davenport Group need to be responded to in a timely manner. Client will work with Davenport Group to ensure that the necessary Client information, appropriate documentation, and the ability to gain access to the necessary Client resources, personnel, and facilities happen as promptly as possible. • If issues present themselves that prevent the Client from meeting its obligations as set forth in this Statement of Work, Davenport Group may adjust the timeline or costs as necessary and will provide the Client notice of any changes. 2020 Davenport Group — Confidential & Proprietary Page 4 of 13 12 davenportgroup Davenport Group Statement of Work • Davenport Group is not responsible for application malfunctions or conflicts between Client applications. • Davenport Group engineers shall not perform engineering and/or consulting tasks that are outside their skill sets and experience. Davenport Group engineers may decline a service request if the request falls outside the scope of their experience and expertise. 2020 Davenport Group — Confidential & Proprietary Page 5 of 13 13 • • • ,••• ••, ••• • •• • •• • .•.o° davenportgroup Davenport Group Statement of Work 3 Services 3.1 Planning • Dialog with Client's IT staff to determine design goals and project requirements that are agreed to by Davenport Group and the Client_ • Review existing environment for technical readiness requirements_ • Review installation requirements_ • Review network configuration_ • Review operating systems and application versions_ • Make recommendations for any environmental changes that may be required to ensure work herein is completed successfully_ • Create a timeline and task list. • Ensure Client reviews, accepts and abides by the terms and conditions_ 3.2 Install and configure three VMWare hosts on R640 servers n Implement a fully functioning vSphere environment o Installation and configuration of vSphere hosts • Mount host(s) in appropriate rack and cable host(s) based on approved vSphere physical design • Install approved version of ESXi on all hosts • Configure vSwitches, dvSwitches, VMKemel ports, and port groups based on approved vSphere logical design o Installation and configuration of vCenter • Import vCenter Appliance onto host • Enable and configure vSphere Web Client • Enable and configure Active Directory Authentication • Create Windows Server templates and operating system customization specification o Cluster creation and advanced configuration • Configure High Availability (HA) and Distributed Resource Scheduler (DRS) • Configure host groups and affinity rules based on logical design o vSphere administration knowledge transfer • Install and explore vSphere Client • Review Datastore creation and administration • Explore vMotion, HA, and DRS configuration/administration • Ensure customer knows how to create and manage VMs 3.3 Install and configure two, Dell/EMC S4128 switches n Implement and configure Dell Networking switches o Mount switche(s) in appropriate rack and cable switche(s) with supplied power cables and customer provided Ethernet cables o Perform basic layer 2 switch configuration 2020 Davenport Group — Confidential & Proprietary Page 6 of 13 14 davenportgroup Davenport Group Statement of Work o Configure up to 10 vLANs for storage and virtualization environment o Network Switch Basic Administration Training • Review basic administration and configuration functions with the customer • Ensure the customer understands the Dell Switch configuration(s), how to manage the system, and make changes on their own • Ensure the customer knows when and how to contact Dell Support 3.4 Install and configure DeIUEMC SC5020 storage array l7 Implement a validated installation of the Dell SC5020 Storage with the following objectives: o Racking the Dell SC Storage Hardware • Mount Storage Center controller(s) in appropriate rack • Mount Disk Endosure(s) in appropriate rack • Populate Disk Endosure(s)with disk drives • Install necessary fibre, network, and power cables o Basic setup of Storage Center • Apply Hardware and System serial numbers • Set the IP addresses • Apply system license key • Ensure all aspects of Storage Center are fuly functional and operating as designed • Create disk folder, volume, server o Label, document, and verify • Label all cables installed • Document all cable connections made to this point • Verify all connections to and from Storage Center, (iSCSI, Fibre Channel, FCoE) • Copilot installation verification check o Dell Storage Manager Installation • Install and configure data collector • Configure remote Data Collector Manager (if applicable) • Install and configure Enterprise Manager Client • Create Threshold Definition • Create System Report o SAN Administration Training • Review basic administration and configuration functions with the customer • Review controller failover Best Practices timeout settings • Review with the customer the Dell Storage Center operations manual • Ensure the customer understands the Storage Center configuration, how to manage the system, and make changes on their own • Ensure the customer knows when and how to contact Copilot Services 2020 Davenport Group — Confidential & Proprietary Page 7 of 13 15 davenportgroup Davenport Group Statement of Work 4 Out of Scope 4.1 Excluded Services Both Davenport Group and the Client acknowledge that only the services outlined in this Statement of Work will be performed by Davenport Group. Out of scope: • If customer's current version of VMWare is non -compatible with the current version(s) of VMWare necessary for VMotion, the customer is responsible for the upgrade of VMware (though Davenport Group will be able to assist via a separate SOW) 4.2 Change Management The Change Management Process ("Change Management Process") is the process that governs changes to the scope of the Service during the Term of this SOW, as described below. The Change Management Process may be used to modify the Scope, Assumptions, and Services described in this SOW. Changes to scope beyond what is listed within this Statement of Work, must be documented in writing with a Request for Change Form (see Attachment B), and signed and approved by both parties as an amendment to this Statement of Work. If additional costs are applicable, they will be noted in the amendment. 2020 Davenport Group — Confidential & Proprietary Page 8 of 13 16 davenportgroup Davenport Group Statement of Work 5 Client Responsibilities • Client will promptly notify Davenport Group in writing of a) any changes Client makes to its information technology environment ("Environment") that may impact Davenport Group's performance of the Services; and b) if Client becomes aware that any of the Assumptions set forth herein are incorrect. • Client will maintain a backup of all data and programs on affected systems prior to Reseller performing the Services and during the term of the SOW. Davenport Group will have no liability for loss or recovery of data, programs or loss of use of system(s) arising out of or in connection with the Services provided under this SOW. • Prior to the start of this SOW, Client will provide to Reseller in writing contact information for a single point of contact (the "Client Contact") who will ensure that all tasks can be completed within the specified time period. All Services communications will be addressed to such point of contact. Failure to do so might result in an increase in project hours and/or length in schedule. • Client will provide technical points -of -contact, who have a working knowledge of the enterprise components to be considered during the Services ("Technical Contacts"). Davenport Group may request that meetings be scheduled with Technical Contacts. • The Client Contact will have the authority to act for Client in all aspects of the Service including bringing issues to the attention of the appropriate persons within Client's organization and resolving conflicting requirements. • The Client Contact will ensure that any communication between Client and Davenport Group, including any scope -related questions or requests, are made through the appropriate Davenport Group project management personnel. • The Client Contact will provide timely access to technical and business points of contact and required data/information for matters related to the scope of Service. • The Client Contact will ensure attendance by key Client contacts at Client meetings and deliverable presentations. • The Client Contact will obtain and provide project requirements, information, data, decisions and approvals within one working day of the request, unless both parties agree to a different response time. • Client may be responsible for developing or providing documentation, materials and assistance to Davenport Group and agrees to do so in a timely manner. Davenport Group shall not be responsible for any delays in completing its assigned tasks to the extent that they result from Client's failure to provide such timely documentation, materials and assistance. • Client will ensure the Services personnel have reasonable and safe access to the Project site, a safe working environment, an adequate office space, and parking as required. • Client will inform Davenport Group of all access issues and security measures, and provide access to all necessary hardware and facilities. 2020 Davenport Group — Confidential & Proprietary Page 9 of 13 17 davenportgroup Davenport Group Statement of Work • Client is responsible for providing access to all hardware, software, internet access, and facilities for the successful completion of the Services. Facilities and power must meet Dell's requirements for the products and Services purchased. • Client will secure applicable and appropriate data center rack space, electrical capacity, network capacity and required third -party hardware, software or documentation in advance of the installation date. • It is the Client's responsibility to obtain any and all prerequisite software licenses, certificates, codes, etc. • If applicable, Client will have procured any required OS media, certificates, and product keys. • If applicable, Client will locate OS certificates and register them online in order to generate appropriate license keys. • If applicable, Client will ensure all required and/or appropriate Windows' licenses have been purchased prior to doing any P2V conversion. Windows' licenses purchased OEM with a physical server cannot be transferred to another server, physical or virtual. • Client is responsible for all elements of system security. Industry best practices should be used for creating, issuing, managing, disabling, and revoking user IDs and passwords for Davenport Group personnel. • Client will provide Davenport Group in writing with any restrictions or requirements regarding the Davenport Group consultant's use of personal equipment in advance of the commencement of the project. • Client will provide access to telephone if cellular phone service is not operational within the datacenter and/or work area. • Client will provide a computer connected to Client's network for the purpose of administration and testing. This computer needs to be freely available throughout the entire installation process. • Client will ensure the Services personnel have secure remote access to all necessary systems at the Project site, sufficient for remote completion of all services work. • Client will load any patches or updates that may have been released subsequently after this Service is complete. 2020 Davenport Group — Confidential & Proprietary Page 10 of 13 18 davenportgroup Davenport Group Statement of Work 6 Acceptance and Authorization This Statement of Work is approved by: City of Waterloo Qaentin }-{art Approver signature Quentin Hart Approver name (printed) Mayor Approver title 6/29/2020 Date Davenport Group Kri s�v� Ut0 Ql e Signature Kristy Wilke Name (printed) Account Executive Title 6/29/2020 Date 2020 Davenport Group — Confidential & Proprietary Page 11 of 13 19 davenportgroup Davenport Group Statement of Work 7 Attachment A: General Terms and Conditions 1 SFRVICF The following states the general terms and conditions under which we agree to perform certain services as described in the Statement of Work attached hereto. Signature of the Statement of Work by the parties, incorporate by reference these general terms and conditions and form the entire Agreement between the parties. 2 TAXFS Client agrees to pay all applicable taxes, which result from any transaction under this Agreement, excluding taxes based on net income of Davenport Group. If Client claims exemption from any such taxes, Client will provide Davenport Group with the documentation required, by the taxing authority, at point of purchase to support the exemption. 3 DISCI AIMER OF WARRANTY AND LIMITATION OF LIABILITY DAVENPORT GROUP WARRANTS THAT SERVICE WILL BE PERFORMED IN A GOOD AND WORKMANLIKE MANNER. IF ANY FAILURE TO MEET THE FOREGOING WARRANTY APPEARS WITHIN THIRTY (30) DAYS FROM THE DATE SUCH SERVICE IS FURNISHED, DAVENPORT GROUP SHALL RE -PERFORM THE SERVICE, INCLUDING REPLACEMENT OF FAILED PARTS PROVIDED AND INSTALLED BY DAVENPORT GROUP, OR REFUND THE AMOUNT PAID FOR SUCH SERVICE. THE FOREGOING SETS FORTH THE EXCLUSIVE REMEDIES AGAINST DAVENPORT GROUP FOR CLAIMS BASED ON A DEFECT IN SERVICES. DAVENPORT GROUP MAKES NO OTHER WARRANTIES, WHETHER WRITTEN, ORAL OR STATUTORY, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR PURPOSE, INFRINGEMENT OR THE LIKE. DAVENPORT GROUP'S ENTIRE LIABILITY FOR ANY CLAIM, REGARDLESS OF LEGAL THEORY, SHALL NOT EXCEED $10,000.00 OR THE AMOUNT PAID FOR THE SERVICE PROVIDED, WHICHEVER IS LESS. IN NO EVENT WILL DAVENPORT GROUP BE LIABLE FOR ANY INCIDENTAL, SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES, THIRD PARTY CLAIMS, LOSS OF USE, LOSS OF DATA, LOSS OF INCOME OR PROFIT, LOSS OF VALUE TO EQUIPMENT OR AFFILIATED COMPONENTS. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS FOR PERSONAL INJURY OR PHYSICAL DAMAGE TO REAL OR TANGIBLE PERSONAL PROPERTY CAUSED BY THE NEGLIGENCE OR WILLFUL MISCONDUCT. 4 INDEMNIFICATION Each party (as "indemnitor") agrees to indemnify, defend and hold harmless the other party (as "indemnitee") from and against any and all claims, losses liability, costs, or expenses (including reasonable attorney's fees), hereinafter called "Claims", arising out of bodily injury or death of any person or property damage, to the extent that such Claims are caused by the sole negligence, misconduct or other fault of the Indemnitor, its agents, employees or contractors. In no event will such liability of any kind include any special, incidental, or consequential damages. 5 CONFIDFNTIALITY Each party agrees to utilize reasonable efforts in preserving the confidentiality of proprietary data or information that is designated confidential and is submitted pursuant to this Agreement. Each party will be liable to the other party only in the event of a willful and material disclosure of such proprietary data or information. 6 NON -SOLICITATION Each party agrees not to hire, contract, or take away or cause to be hired, contracted, or taken away, any employee or independent contractor from the other party, for a period of two years following termination of this agreement. 7 TERMINATION! Either party, upon thirty days prior written notice, may terminate this Agreement for failure of the other to comply with its Terms and Conditions. 8 GENERAL PROVISIONS a. Client may not assign or otherwise transfer its obligations under this Agreement except with the written consent of Davenport Group, which shall not be unreasonably withheld. b. Customer's environment is as represented to Reseller at the time of execution of this SOW. c. Davenport Group shall exercise commercially reasonable efforts to perform the services in a timely manner, but shall not be responsible for delays or failures to perform, which are due to causes beyond its reasonable control. d. Davenport Group may use affiliates and subcontractors to perform the Services. e. This Agreement shall be interpreted in accordance with the laws of the State of Minnesota. f. Either party may bring no action under this Agreement more than one year after the cause of action has accrued. g. If a court of competent jurisdiction deems any provision of this Agreement, invalid or unenforceable, such judgment shall not invalidate or render unenforceable the remainder of the Agreement. h. Any notice, under this Agreement, shall be in writing and shall be effective upon receipt via certified United States Mail or nationally recognized courier. All changes to this Agreement must be in writing and executed by both parties. 2020 Davenport Group — Confidential & Proprietary Page 12 of 13 20 davenportgroup Davenport Group Statement of Work 8 Attachment B: Request for Change Form GENERAL INFORMATION W RFC Number: Revision Number: Create Date: Revision Date: RFC Title: SOW/Contract Title: Customer Name: Name: Email: Phone: Change Initiator: (prepared by) Name: Email: Phone: SCOPE OF CHANGE Reason for Change: Description of Desired Change: Effect of Change: In the fields below, identify impact to Budget, Schedule, Quality, Quantity, Resources, and Cost; insert n/a if not applicable Budget: Schedule: Quality: Quantity: Resources: Cost: Cost to be paid by: TERMS & CONDITIONS AND SIGNATURE This Request for Change Form ("RFC”) is governed by and subject to the terms and conditions specified in the associated SOW. If applicable, the Agreement is incorporated by reference in its entirety into this RFC and the parties acknowledge having read and agree to be bound by the Agreement. In the event of a conflict or inconsistency between the provisions of this RFC and the provisions of the SOW or the Agreement, as the case may be, the provisions of this RFC will take precedence. Unless specified otherwise in the Reason for Change section, this RFC shall take effect on the latest signature date. Signatures below evidence acceptance of the change detailed above. Davenport Group Client Signature: Signature: Printed Name: Printed Name: Title: Title: Date: Date: Please fax/email signed copy to your Davenport Group Account Executive 2020 Davenport Group — Confidential & Proprietary Page 13 of 13 21 ,,••• •• ••, ••• • •• •• •• • • Project Timeline davenportgroup Phase 1 Phase 2 Phase 3 Phase 4 Storage Installation 2 Days Training & Knowledge Transfer 2 Days 22 davenportgroup Statement of Commitment davenportgroup Statement of Commitment Davenport Group is a committed partner to you and your business. In each engagement and interaction, we endeavor to deliver the highest level of service available. We provide incredible engineering talent in our design, implementation, and post -installation phases. We go to whatever length is necessary to ensure that you receive the best experience and outcome as possible. All of this is provided to you at no additional cost. It is simply what we do and who we are. On average, and depending on the size of the engagement, our customers receive $10,000 to $20,000 worth of engineering support over the first three years of their partnership with Davenport Group. This ongoing value has no expiration date and is complimentary because you are a Davenport Group customer. Below is a listing of what we do to assist you, again, at no additional cost: u Presales o Live Optics o Scoping Calls o Solution Design and Architecting o Statement of Work n Post sales o Answering Your Questions • Best Practices • Knowledge Transfer and Refresh — "open door” policy with Davenport Group's engineering team • Roadmap updates on new feature -sets o Retraining new staff in the occurrence of old staff departing o Engineer's Travel/Meals/Entertainment are never billed to you o Support Trouble Ticket Assistance • Escalations • Monitoring the support ticket until resolution • Weekly calls with Dell Support to review open cases for our customers 23 davenportgroup Solution Summary During the winter of 2019, Davenport Group performed a detailed analysis of the IT Systems running at the City of Waterloo. While we are intimately aware of what is in place already, we do this type of analysis with new clients and existing clients alike as we never want to assume on a project of this magnitude. This analysis provides the statistical basis for the necessary technology to assist the City in maintaining a resilient virtual environment capable of maximum uptime. The solution is based on the architecture and solution that Davenport Group deploys for a multitude of customers and has been tailored to meet City of Waterloo's needs. Davenport Group engineers will plan, in conjunction with the City's IT staff, the complete hardware and software installation, Hypervisor building, and will follow the plan that is detailed in this RFP response. Davenport Group's proposed solution to improve the City of Waterloo's operation, performance and system reliability includes: • Compellent SAN, each with 30TB of usable disk space (not accounting for any deduplication or compression) and the TOPS necessary to run your entire operation. • The SAN will be connected to a cluster of three Dell Technologies R640 servers via redundant 10GB Dell ISCSI Switches. • These servers will have VMware deployed as a Hypervisor to virtualize the environment and allow us to build a highly available environment that can run the IT needs of the City. • Davenport Group engineers will install and completely build out your new environment and show the City's staff how to run this new environment. Davenport Group will ensure that this solution exceeds the expectations of the City of Waterloo. 24 Pricing Summary & Quote davenportgroup :a4:, davenportgroup City of Waterloo Iowa Datacenter Refresh Project DLBHQ2158 your davenport group representative Kristy Wilke account executive kristy.wilke@davenportgroup.com cell: 651.571.0118 corporate: 877-231-9114 Davenport Group - Confidential & Proprietary 25 davenportgroup Quote Prepared For: City of Waterloo Iowa Chris Youngblut 715 Mulberry St Waterloo, IA 50703 US chris.youngblut@waterloo-ia.org Quote Information: Quote Number: Date: Quote Expiration: DLBHQ2158 6/18/2020 6/30/2020 Qty Description Unit Price Ext. Price 3 PowerEdge R640 Server (2) Intel Xeon Silver 4216 2.1G, 16C/32T, 9.6GT/s, 22M Cache, Turbo, HT (100W) DDR4-2400 (8) 32GB RDIMM, 2933MT/s, Dual Rank No Hard Drive, No Backplane chassis IDSDM and Combo Card Reader 2x 32GB microSDHC/SDXC Card VMware ESXi 6.7 U2 Embedded Image on Flash Media for Diskless (License Not Included) Riser Config 2, 3x16 LP Intel X520 Dual Port 10GbE SFP+ & i350 Dual Port 1GbE BASE-T, rNDC Intel X520 Dual Port 10GbE SFP+ Adapter, PCIe Low Profile iDRAC9,Enterprise Dual, Hot -plug, Redundant Power Supply (1+1), 750W (2) NEMA 5-15P to C13 Wall Plug, 125 Volt, 15 AMP, 10 Feet (3m), Power Cord, North America Standard Bezel for x4 and x8 chassis ReadyRails Sliding Rails Without Cable Management Arm ProSupport Plus and 4Hr Mission Critical, 3 Years Continued On Next Page.... davenportg rou p 26 davenportgroup Qty Description Unit Price Ext. Price 2 S4128F 1OGB SFP+ Switches Dell EMC Switch S4128F-ON, 1U, 28 x 10GbE SFP+, 2 x QSFP28, PSU to 10, 2 PSU, OS10 (2) Forcel0, Power Cord, 125V, 15A, 10 Feet, NEMA 5-15/C13, S-Series (5) Dell Networking, Cable, SFP+ to SFP+, 10GbE, Passive Copper Twinax Direct Attach Cable, 2 Meter (2) Dell Networking Cable, 0M4 LC/LC Fiber Cable, (Optics required), 2 Meter OS10 Enterprise, S4128F-ON ProSupport Plus Mission Critical 4Hr Onsite Service, 3 Years 1 SC5020 Storage Array 10, 10Gb iSCSI, 4port,PCI-E,SFP+ w/o optics, Full height, QTY2 10Gb iSCSI, SC5020, Mezz Card, SFP+, 4-port, Qty 2 (25) SC5020, 1.8TB, SAS, 12Gb, 10K, 2.5” HDD (5) SC5020 Drive Blank SC5020, Power Supply, 1378W C20, Qty2 Power Cord, 1378W, NEMA 5-20 to C19, 125V, 20A, 3M, Qty2 (2) C2G 6ft 14AWG 125 Volt Power C ord (NEMA 5-15P to IEC320 C19) - power cable - 6 ft (10) DAC Cable, SFP+, Copper, 1M (5) Dell Networking, Transceiver, SFP, 1000BASE-T - Customer Kit (2) Dell Networking, Transceiver, SFP, 1000BASE-SX connector Cus tomer Kit SC5020 Bezel Storage Center SW Bundle, Base License Includes: Dynamic Capacity, Dual Controller, Dell Storage Manager: Foundations & Reporter, MPIO, Compression, Local Data Protection SW, Fast Track Array License SW, Remote Instant Replay Array License (25) Storage Center Drive Certificate (one Certificate per drive) ProSupport Plus 24x7 w/ Priority On -Site (4 hour), 3 Years Implementatation Services and Knowledge Transfer Total $115,000.00 davenportg rou p 27 davenportgroup Terms and Conditions Terms of payment for the project are Net 15 from date of shipment, unless otherwise agreed upon. Upon shipment you will be billed 80% of the total project cost. Upon completion of the project, you will be billed the remaining 20%. Applicable taxes and shipping will be included on all invoices. Davenport Group reserves the right to cancel orders arising from pricing or other errors. A late fee of 1.5% per month will be assessed for all amounts that are past due. The terms of this proposal are subject to credit approval. *Quotes and pricing terms are negotiated between Customer and Davenport Group and may be unique to the Customer. All data and information contained herein and provided by Davenport Group is considered confidential and proprietary. The data and information contained herein may not be reproduced, published or distributed beyond the Customer organization, without the express prior written consent of Davenport Group. Thank you for your business! Quentin i-fart 6/29/2020 Signature Date a . davenportgroup Davenport Group - Confidential 8e Proprietary 28 davenportgroup Appendix A: Support Terms & Conditions ProSupport Plus for Enterprise Introduction Dell EMC' is pleased to provide ProSupport Plus for Enterprise (the "Service(s)” or "Support Services") in accordance with this Service Description ("Service Description"). Your quote, order form or other mutually -agreed upon form of invoice or order acknowledgment from Dell EMC (the "Order Form") will include the name(s) of the Product(s)2, applicable Service(s) and related option(s), if any. For additional assistance, or to request a copy of your governing agreement applicable to the Services (the "Agreement"), contact your Dell EMC sales representative. For Customers who purchase from Dell under a separate Agreement that authorizes the sale of these Services, the Dell Services Terms & Conditions Supplement3 also applies to these Services. For a copy of your agreement with your applicable Dell EMC reseller, contact that reseller. The Scope of This Service The features of this Service include: • Access on a 24x7 basis (including holidays)4 to a specialized Dell EMC technical support resource from the Dell EMC Customer Service and Support organization for troubleshooting assistance of Products. On -site dispatch of a technician and/or delivery of replacement parts to the Installation Site or other Customer business location approved by Dell EMC as detailed in the Agreement (as necessary and according to support option purchased) to address a Product problem. • Access to a remote Technology Service Manager (TSM). Please review the table below for more details. How to Contact Dell EMC if You Require Service Online, Chat, and Email Support: Dell EMC website, chat, and email support available for select products at https://www.dell. com/support. Telephone Support Requests: Available on a 24x7 basis (including holidays). Availability may differ outside of the United States and is limited to commercially reasonable efforts unless otherwise specified in this document. Visit https://www.dell.com/support for a list of applicable telephone numbers for your location. The following chart lists the service features of ProSupport Plus for Enterprise provided under Dell EMC's warranty and/or maintenance terms. ProSupport Plus for Enterprise is available to support and maintain: 1. Dell EMC Equipment which is identified on the Dell EMC Product Warranty and Maintenance Table and/or on your Order Form as including ProSupport Plus for Enterprise during the applicable warranty period; or eligible for upgrade to ProSupport Plus for Enterprise during the applicable warranty period; or eligible for ProSupport Plus for Enterprise during a subsequent maintenance period. 2. Dell EMC Software which is identified on the Dell EMC Product Warranty and Maintenance Table and/or on your Order Form as eligible for ProSupport Plus for Enterprise during a maintenance period. ' "Dell EMC", as used in this document, means the applicable Dell sales entity ("Dell") specified on your Dell Order Form and the applicable Dell EMC sales entity ("Dell EMC") specified on your Dell EMC Order Form. The use of "Dell EMC" in this document does not indicate a change to the legal name of the Dell or Dell EMC entity with whom you have dealt. 2 As used in this document, "Dell EMC Products", "Products", "Equipment" and "Software" means the Dell EMC Equipment and Software identified on the Dell EMC Product Warranty and Maintenance Table or on your Order Form, and "Third Party Products" is defined in your Agreement, or in the absence of such definition in your Agreement, in the Dell EMC Commercial Terms of Sale or your local Dell EMC terms of sale, as applicable. 'You" and "Customer" refers to the entity named in the purchaser of these Services named in the Agreement. 3 To review the Dell Services Terms of Sale Supplement, please go to https://www.dell.com/servicecontracts/global choose your country and select the Support Services tab on the left hand navigation column of your local country page. 4 Availability varies by country. Contact your sales representative for more information. Dell EMC ProSupport Plus for Enterprise I v.3.0 1 1-July-2019 29 davenportgroup SERVICE FEATURE DESCRIPTION PROSUPPORT PLUS —COVERAGE DETAILS GLOBAL TECHNICAL SUPPORT Customer contacts Dell EMC by telephone or web interface on a 24x7 basis to report an Equipment or Software problem and provides input for initial assessment of Severity Level*. Dell EMC provides (i) a response by remote means using a senior level Dell EMC technical support resource for troubleshooting assistance based on the Severity Level of the problem; or (ii) when deemed necessary by Dell EMC, Onsite Response as described below. Included. ONSITE RESPONSE Dell EMC sends authorized personnel to Installation Site to work on the problem after Dell EMC has isolated the problem and deemed Onsite Response necessary. Included for Equipment only. Initial Onsite Response objective is based on the option purchased by the Customer. The options available to the Customer are the following; either 1) a four-hour service response during the same business day, or 2) a service response during the next local business day, during normal business hours, after Dell EMC deems Onsite Support is necessary. 4-Hour Mission Critical On -site Response Typically arrives on -site within 4 hours after completion of telephone - based troubleshooting. • Available seven (7) days each week, twenty-four (24) hours each day - including holidays. • Available within defined four (4) hour response locations. • 4 Hour parts locations stock essential operational components, as determined by Dell EMC. Non -essential parts may be shipped using overnight delivery. • Ability to define if the issue is a Severity 1 upon remote supports initial diagnosis • Critical situation procedures - Severity level 1 issues are eligible for quick Escalation/Resolution Manager and "CritSit" incident coverage. • Emergency dispatch - onsite service technician dispatched in parallel with immediate phone -based troubleshooting for Severity 1 issues. Next Business Day On -site Response Following telephone -based troubleshooting and diagnosis, a technician can usually be dispatched to arrive on -site the next business day. • Calls received by Dell EMC after local cutoff at Customer site local time may require an additional business day for service technician to arrive at Customer's location. • Available only on select models of Products. Onsite Response does not apply to Software and may be separately purchased. *SEVERITY LEVEL DEFINITIONS SEVERITY 1 Critical — loss of ability to perform critical business functions and requires immediate response SEVERITY 2 High — able to perform business functions, but performance/capabilities are degraded or severely limited. SEVERITY 3 Medium/Low — little to no business impact. Dell EMC ProSupport Plus for Enterprise I v.3.0 I 1-July-2019 30 davenportgroup REPLACEMENT PARTS DELIVERY Dell EMC provides replacement parts when deemed necessary by Dell EMC. Included. Replacement parts delivery objective is based on the option purchased by the Customer. The options available to the Customer are the following; either 1) a four-hour service response during the same business day, or 2) a service response during the next local business day, during normal business hours, after Dell EMC deems that a replacement part delivery is necessary Local country shipment cut-off times may impact the same day/next local business day delivery of replacement parts. Installation of all replacement parts performed by Dell EMC as part of Onsite Response, but Customer has option to perform installation of Customer Replaceable Units (CRUs). See Dell EMC Product Warranty and Maintenance Table for listing of parts designated as CRUs for specific Equipment or contact Dell EMC for more details. If Dell EMC installs the replacement part, Dell EMC will arrange for its return to an Dell EMC facility. If Customer installs the CRU, Customer is responsible for returning the replaced CRU to a facility designated by Dell EMC. PROACTIVE SOLID STATE DRIVE REPLACEMENT Included for Storage and Converged Products. If the Endurance Level (as defined below) for any solid-state drive prior to the device reaching its full capacity or less (as determined by Dell EMC) the Customer is eligible to receive a replacement solid state drive. Endurance Level means the average percentage of life span remaining on the eligible SSD. Included. Response objective is based on the applicable Replacement Parts Delivery and Onsite Response service features detailed above. Customer must activate and maintain the currently supported version(s) of SupportAssist and/or Secure Remote Support software during the applicable term of support. SupportAssist and/or Secure Remote Support enablement, as applicable is a prerequisite for these additional renewal service features. RIGHTS TO NEW Dell EMC provides the rights to new RELEASES OF Software Releases as made generally available by Dell EMC. SOFTWARE Included. INSTALLATION OF NEW SOFTWARE RELEASES Dell EMC performs the installation of new Software Releases. Included for Software which Dell EMC determines is Equipment operating environment Software5 and only when the associated Equipment into which the operating environment Software is being installed is covered by an Dell EMC warranty or then current Dell EMC maintenance contract. Equipment operating environment Software is defined as software programming and/or microcode firmware needed to enable the Equipment to perform its basic functions, and without which the equipment cannot operate. Customer performs the installation of new Software Releases of Software (that is, Software not classified as Equipment operating environment Software, or Equipment operating environment software that is deemed by Dell EMC to be self -installable), unless otherwise deemed necessary by Dell EMC. 5 Installation of new Software Releases for the Dell EMC Converged and Hyperconverged Infrastructure systems, including but not limited to software versions posted on applicable interoperability configuration matrices (The Dell EMC Simple Support Matrix or the Release Certification Matrix) may require the purchase of a separate services engagement from Dell EMC. The Simple Support Matrix and Release Certification Matrix includes list of certified versions of software, firmware, and hardware for a specific releases available at https://support.emc.com/products/42676 VxRack-SDDC and https://cosdocs.dellemc.com/rcm/#/home respectively. Dell EMC ProSupport Plus for Enterprise I v.3.0 11-July-2019 31 davenportgroup 24X7 REMOTE MONITORING AND REPAIR 24X7 ACCESS TO ONLINE SUPPORT TOOLS TECHNOLOGY SERVICE MANAGER ("TSM") Certain Products will automatically and independently contact Dell EMC to provide input to assist Dell EMC in problem determination. Dell EMC remotely accesses Products if necessary for additional diagnostics and to provide remote support. Customers who have properly registered have access on a 24x7 basis to Dell EMC's web -based knowledge and self-help Customer support tools via the Dell EMC Online Support site. The ProSupport Plus for Enterprise assigned TSM is a remote resource that provides a wide range of system, environmental and account management features and capabilities designed to reduce downtime and improve the overall support experience from Dell EMC. Included with the Service: Onboarding assistance: Ensuring the customer is fully enabled to receive the ProSupport Plus service by: > Verifying the accuracy of relevant Customer support information such as account name, address, etc. ➢ Providing knowledge transfers such as how to contact Dell EMC to open service requests and use of Dell EMC support tools and technologies ➢ Designating schedule for TSM deliverables such as reporting and service reviews Monthly Reporting: Reporting and recommendations on entitled systems including: > Summary of open and closed service requests by month; ➢ Verification of currently installed system software versions against target code recommendations; and > Contract status, including starUend dates and other basic contract details. In order to fully enable monthly reporting, Dell EMC connectivity technologies such as SupportAssist and/or Secure Remote Support must be installed with the appropriate log collection options enabled Included for Products that have remote monitoring tools and technology available from Dell EMC. Once Dell EMC is notified of a problem, the same response objectives for Global Technical Support and Onsite Response will apply as previously described. Included. Included on Products covered by ProSupport Plus for Enterprise service or then current maintenance contract during Dell EMC's normal local business hours which may vary by region and country, excluding Dell EMC and local holidays. See additional Coverage Details below. Dell EMC is responsible for performing only the TSM activities and tasks expressly specified in this document. All other tasks, activities and services are out of scope. Dell EMC ProSupport Plus for Enterprise I v.3.0 I 1-July-2019 32 „• • •, ;.'•'• • • • • • •••*, davenportgroup TECHNOLOGY SERVICE MANAGER ("TSM”) CONTINUED Service Review: The TSM provides a service review of the details in the Service Report. Schedule, timeframe and other topics to be reviewed will be determined between the TSM and the Customer during Onboarding. System Maintenance For entitled assets, the TSM will assist Customer in coordinating delivery of System Maintenance events within the Customer's maintenance window. See below for additional information. Dell EMC Escalation Support: Acting as the Services liaison to coordinate all resources necessary to address individual Severity 1 issues or more systemic problems. Customer Responsibilities for TSM Service Feature Dell EMC's provision of the TSM service feature detailed above is contingent upon the Customer fulfilling the following responsibilities: • Making an appropriate system maintenance window(s) available for the TSM as deemed necessary by Dell EMC. • Ensuring that all environment, technical and operational requirements are met. • Providing the TSM with timely access to (a) at least one technical contact with system administration responsibilities and appropriate system/information access privileges, and (b) applicable subject matter experts, systems and networks (including, without limitation, remote systems/ network access) as deemed necessary by Dell EMC. • Assuming all responsibility for network connectivity, performance, and configuration issues. • Verifying that the Equipment location(s) is/are prepared prior to the commencement of ProSupport Plus for Enterprise. Additional important information on TSM Service Feature • Availability of the TSM service is during normal business hours. Business hours are defined by the location where the TSM resides and may vary by region and country. At Dell EMC's discretion and when deemed necessary by Dell EMC, TSM services may be performed onsite. • Afterhours support may be provided by other resources within Dell EMC at Dell EMC's discretion. • The location of the TSM will be assigned during on -boarding based on Customer's preferred service area and staffing availability. PROSUPPORT PLUS FOR ENTERPRISE SYSTEM MAINTENANCE ProSupport Plus System Maintenance provides Dell EMC customers with necessary remote maintenance events occurring during the term of the service contract on devices covered by ProSupport Plus for Enterprise and monitored under applicable Dell EMC connectivity technology, such as SupportAssist and/or Secure Remote Services, as applicable. System maintenance helps maintain performance and may reduce the likelihood of future incidents due to incompatible hardware, software, BIOS, and firmware versions. System Maintenance events are coordinated between the customers, the TSM and Dell EMC support personnel. Delivery of System Maintenance is generally available 24x7x365, but may be subject to mutual customer and Dell EMC resource availability. Dell recommends System Maintenance occur twice per year. Certain Products may have limitations on the number of times System Maintenance may be performed per year. Please consult with your sales representative or assigned TSM for a list of supported Products and any applicable limitations. Dell EMC ProSupport Plus for Enterprise I v.3.0 I 1-July-2019 33 davenportgroup Not Included in ProSupport Plus for Enterprise System Maintenance • Updates on interconnected devices not covered by a current ProSupport Plus for Enterprise support contract. • Updates on any software without corresponding entitlement to such updates under an appropriate, software support contract by either Dell or a third party for select Third Party Products. • Operating System and hypervisor patch creation or other related engineering or software development support. • Creation of application patches. • Onsite delivery of maintenance. • De -installation or installation of additional hardware, or configuration tasks. • Installation or configuration of software not specifically listed in this Service Description • Application performance tuning. • Virus, spyware, or malware identification or removal. • Any other updates or other activities not specifically documented within this Service Description. Additional Important Information about ProSupport Plus for Enterprise System Maintenance • During the maintenance event, upgrades may cause a temporary loss of connectivity to other attached devices. • After completion of the upgrade attached devices may need to be rebooted and connectivity verified. • System(s) to be upgraded must be made available to Dell EMC or Dell EMC-authorized agents during the agreed upon maintenance window. • Depending on the system(s) to be upgraded an additional system management system or resource may need to be made available. • Depending on the system(s) to be upgraded appropriate administrative rights to the device may need to be provided to Dell EMC or Dell EMC authorized agents. • Customer is responsible for having and maintaining all license requirements pertaining to Equipment and Software updates. • In the event that updating Software on entitled Product could cause degradation or impact performance on other unentitled Product, Dell EMC in consultation with the customer may choose to not proceed with the System Maintenance activity until that situation is resolved. • In order to fully enable ProSupport Plus for Enterprise System Maintenance, applicable connectivity technology such as Dell EMC SupportAssist and/or Secure Remote Support must be installed with log collection options enabled. COLLABORATIVE ASSISTANCE If a Customer opens a service request and Dell EMC determines that the problem arises with an eligible third -party vendor's products commonly utilized in conjunction with Products covered by a current Dell EMC warranty or maintenance contract, Dell EMC will endeavor to provide Collaborative Assistance under which Dell EMC: (i) serves as a single point of contact until the problems are isolated; (ii) contacts the third -party vendor; (iii) provides problem documentation; and (iv) continues to monitor the problem and obtain status and resolution plans from the vendor (where reasonably possible). To be eligible for Collaborative Assistance, Customer must have the appropriate active support agreements and entitlements directly with the respective third -party vendor and Dell EMC or an authorized Dell EMC reseller. Once isolated and reported, the third -party vendor is solely responsible to provide all support, technical and otherwise, in connection with resolution of the Customer's problem. Dell EMC IS NOT RESPONSIBLE FOR THE PERFORMANCE OF OTHER VENDORS' PRODUCTS OR SERVICES. A list of Dell EMC ProSupport Plus for Enterprise I v.3.0 I 1-July-2019 34 davenportgroup Collaborative Assistance partners can be found on the Collaborative Assistance List . Please note that supported third -party products may change at any time without notice to Customers. DELL EMC SYSTEM SOFTWARE SUPPORT Dell EMC Software support included within ProSupport Plus for Enterprise provides support for select Third Party Products, including select end -user applications, operating systems, hypervisors and firmware when such Third Party Products are 1) used with and are currently installed and operating on Products at the time that support is requested, and 2) covered by an existing ProSupport Plus for Enterprise support and maintenance term of service. This level of support is provided on entitled ProSupport Plus for Enterprise Equipment, regardless of how the eligible software was purchased and licensed, but Customer is responsible for ensuring that such eligible software was purchased and licensed properly according to the publisher. Customer is solely responsible for correcting any problems with licenses and purchases of eligible software to be eligible to receive these Services at any time during the coverage period. A list of eligible software can be found on the Comprehensive Software Support List. Please note that supported Third Party Products may change at any time without notice to Customers. Situations giving rise to Customer's questions must be reproducible on a single system, which may be physical or virtual. Customer understands and accepts that resolutions of certain issues giving rise to Customer's service request may not be available from the publisher of the relevant software title and may require support from the publisher, including installation of additional software or other changes to Products, Customer accepts that in such situations where no resolution is available from the publisher of the relevant software title, Dell's obligation to provide support to the Customer will be fully satisfied. Additional Terms and Conditions Applicable to End Users Purchasing Product(s) from an OEM An "OEM” is a reseller who sells the Supported Products in a capacity as an original equipment manufacturer that is purchasing Dell EMC Products and Services from the OEM Solutions (or its successor) business group for an OEM project. An OEM typically embeds or bundles such Dell EMC Products in or with OEM Customer's proprietary hardware, software or other intellectual property, resulting in a specialized system or solution with industry or task -specific functionality (such system or solution an "OEM Solution") and resells such OEM Solution under OEM's own brand. With respect to OEMs, the term "Supported Products" includes Dell EMC Supported Products that are provided without Dell EMC branding (i.e. unbranded OEM -ready system), and "End -User" means you, or any entity purchasing an OEM Solution for its own end -use and not for reselling, distributing or sub -licensing to others. It is OEM's responsibility to provide first level troubleshooting to the End User. An appropriate best -effort initial diagnosis should be performed by OEM before the call goes to Dell. This OEM maintains responsibility for providing the initial troubleshooting even when its End User engages Dell EMC to request service, and if an End User contacts Dell EMC for service without contacting their OEM, Dell EMC will ask the End User to contact their OEM to receive first level troubleshooting before contacting Dell. Dell EMC ProSupport Plus for Enterprise on Non -Standard Parts in Custom Server Products The repairs and exchanges of non-standard or unique parts ("Non -Standard Component Support Services") are a value-added exchange service complementing Customer's PowerEdge Product warranty that covers standard Dell EMC components in a standard configuration, and that require replacement due to defects in workmanship or materials ("Warranty Repairs"). Dell EMC branded firmware/software for "Non -Standard Components" is NOT available, and the Customer must use manufacturer provided utilities to monitor and/or update the component. The Customer will also work with the manufacturer directly to resolve any quality issues related to software/firmware, utilities, and hardware. Dell EMC will provide Non -Standard Support Services to replace non-standard or unique parts that Customer forecasted and guaranteed to be available as set forth above, and once Customer has made corresponding arrangements to assist Dell EMC in placing any orders for service stock in order to facilitate repair activity. Provided Customer has accurately forecasted stocking needs, and Dell EMC is not liable to Customer to ensure part availability, Dell EMC will exchange the part that exhibits a defect according to the Customer's applicable response time for Warranty Repairs and install the replacement part in the Customer's Product. Same day (e.g. 4 hour) parts and field response may not be available for "non-standard" component replacement, and Dell EMC will default to Next Business Day Service in these cases. Replacement parts may be new or refurbished as permitted by local law, and fulfillment of Non - Standard Component Support Services repairs and exchanges may require Dell EMC to utilize a third party manufacturer/third party publisher's warranty and/or maintenance services, and Customer agrees to assist Dell EMC and provide any materials requested by any third party manufacturer or third party publisher to facilitate utilization of the corresponding third party warranty and/or maintenance services. Dell EMC ProSupport Plus for Enterprise I v.3.0 I 1-July-2019 35 davenportgroup Dell EMC's engineering testing of the resulting configuration pursuant to a separate statement of work (SOW) after installation of the non-standard or unique parts, software requested by Customer is a point in time activity and the Non -Standard Component Support Services are available only on the specific configuration as defined by Customer and tested by Dell EMC. Dell EMC will communicate the exact hardware configuration tested including firmware levels. Once engineering testing is complete Dell EMC will provide the results via reports with indication of Pass/Fail. Dell EMC will use commercially reasonable efforts to support recognition and operation of the non-standard component on the Dell EMC Product, however modification of Dell EMC standard utilities (including BIOS, IDRAC, and SupportAssist) will not be supported. Customer will be responsible for working with the manufacturer directly to resolve any non- standard component issues which arise during engineering testing (including quality issues, software, firmware, or hardware specifications/limitations). Additional Dell EMC engineering testing after Customer has received a report with an indication of PASS will require a new SOW and associated non -recurring engineering fees, including any engineering testing requested in connection with a repair or replacement of any component of the configuration during the warranty term of the Customer's Equipment. Other Details about Your Service The warranty periods and support options ("Support Information”) on this website apply (i) only between Dell EMC and those organizations that procure the applicable products and/or maintenance under a contract directly with Dell EMC (the "Dell EMC Customer"); and (ii) only to those products or support options ordered by the Dell EMC Customer at the time that the Support Information is current. Dell EMC may change the Support Information at any time. Other than changes caused by publishers and manufacturers of Third Party Products, the Dell EMC Customer will be notified of any change in the Support Information in the manner stated in the then current product ordering and/or maintenance related agreement between Dell EMC and the Dell EMC Customer, but any such change shall not apply to products or support options ordered by the Dell EMC Customer prior to the date of such change. Dell EMC will have no obligation to provide Support Services with respect to Equipment that is outside the Dell EMC Service Area. "Dell EMC Service Area" means a location that is within (i) one hundred (100) drivable miles of an Dell EMC service location for Storage and Data Protection Equipment and/or components; and (ii) the same country as the Dell EMC service location, unless otherwise defined in your governing agreement with Dell EMC, in which case the definition in the governing agreement prevails. This Service is not available at all locations. If your Product is not located in the geographic location that matches the location reflected in Dell EMC's service records for your Product, of if configuration details have been changed and not reported back to Dell EMC, then Dell EMC must first re -qualify your Product for the support entitlement you purchased before applicable response times for the Product can be reinstated. Service options, including service levels, technical support hours, and on -site response times will vary by geography and configuration, and certain options may not be available for purchase in Customer's location, so please contact your sales representative for these details. Dell EMC's obligation to supply the Services to relocated Products is subject to various factors, including without limitations, local Service availability, additional fees, and inspection and recertification of the relocated Products at Dell EMC's then -current time and materials consulting rates. Products or services obtained from any Dell EMC reseller are governed solely by the agreement between the purchaser and the reseller. That agreement may provide terms that are the same as the Support Information on this website. The reseller may make arrangements with Dell EMC to perform warranty and/or maintenance services for the purchaser on behalf of the reseller. Please contact the reseller or the local Dell EMC sales representative for additional information on Dell EMC's performance of warranty and maintenance services on Products obtained from a reseller. CONTACT US To learn more, contact your local representative or authorized reseller. Copyright © 2008-2019 EMC Corporation. All Rights Reserved. EMC and other trademarks are trademarks of EMC Corporation or other applicable affiliates of Dell Inc. Other trademarks may be the property of their respective owners. Published in the USA. H16454.2 EMC Corporation believes the information in this document is accurate as of its publication date. The information is subject to change without notice. Rev. June 18, 2019 36